Unify Openscape Business

VOIP- SIP Integration

Test report

© Voxtron N.V. November 2009

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Contents
Test report ............................................................................................................. 1
General Information ........................................................................................... 3
Test Information ............................................................................................................... 3
PBX Information ............................................................................................................... 3
Hardware / Middleware...................................................................................................... 4
Voxtron Software .............................................................................................................. 9

Configuration.................................................................................................... 10
TAPI Driver ..................................................................................................................... 10
VCC Configuration ........................................................................................................... 13

IVR Integration ................................................................................................ 14

General Integration.......................................................................................................... 14
Call Information ............................................................................................................ 14
Call Types .................................................................................................................... 14
DTMF........................................................................................................................... 15
MWI ............................................................................................................................ 15
Fax ............................................................................................................................. 16
Intrusion ...................................................................................................................... 17
CLIP Spoofing ............................................................................................................... 17
Transfer Methods ............................................................................................................. 18
Qsig Path Replacement .................................................................................................. 18
Explicit Call Transfer explicit ........................................................................................... 18

CC integration Integration ................................................................................ 20

TAPI............................................................................................................................... 20
TAPI-Monitoring ............................................................................................................ 20
TAPI-Commands ........................................................................................................... 20
Agent Transfer ................................................................................................................ 21
Line Interconnect .......................................................................................................... 21
Inter-Agent Transfer ........................................................................................................ 22
Line Interconnect .......................................................................................................... 22
Agent Group Pick-up ........................................................................................................ 24
Line Interconnect .......................................................................................................... 24
Voxtron Sip phone ........................................................................................................... 25

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General Information
Test Information
Test location Siecom

Test date 20/02/2014

Test done by Voxtron

Name Michel Moreels

Email mmo@voxtron.be

Telephone

Siecom

Name Peter Luyckx

Email

Telephone

PBX Information
The PBX information has two sections about TAPI. The first TAPI PBX section holds the
requirements for the PBX to support TAPI. Additionally, some PBXs require a dedicated TAPI
server (e.g. Aastra OIP or Siemens CAP servers). The additional information about the TAPI
server should be noted in the TAPI Server section.

Brand Unify (Siemens)

PBX Model Openscape Business

PBX Version X5

PBX Software Version

PBX Firmware Version

Country (regional settings)

Protocol SIP

License needed? Yes, Network license (+- 1000€), Tapi licensed per seat in PBX

TAPI PBX Tapi170

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 Version 1.0.0.502

License required? Yes, PBX License per seat

License type

TAPI Server

Name

Version

License required?

License type

Connected by?

Hardware / Middleware
Brand TE-systems

Model Xcapi

Driver version 3.3.161

License required?

License type

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Voxtron Software
IVR software version 7.0.62

CC software version 8.0

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Configuration
TAPI Driver
This part describes the information and configuration of the 3rd-party TAPI driver that is used by
the Voxtron CTI server.

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Brand Siemens Tapi170

Name

Driver version

License required?

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License type

Connected by Network. The Ip address for the TSP is not the same as the IP address of
the PBX. A “Booster” is required, and that is either a card in the PBX, or
an external server. The tests were done in the lab using a server.

VCC Configuration
This part describes the configuration settings in agenTel.

PBX type contact center NONE

PBX type CTI NONE

Ignore OUT_OF_SERVICE errors, as the devices used were IP phones.

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IVR Integration
General Integration
Call Information
The call information gives you all the information about the caller, the receiver and the route that
the call has followed. The call information is available before the first ringtone.

Calling Number The number of the person that is calling

Called Number The number that the person dialed
Diverted Call The information that is given from the PBX when a call is diverted
Information by the PBX. E.g. when the called person is not available and the
caller is transferred to another extension or to the voice mail.

Tested?

V Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

Call information Result Comment

Calling Number OK Trunk

Called Number Ok Trunk

Diverted Call Information Ok Trunk, any number can be forwarded to any number,
so call info is available

Call Types
The call type gives you an idea about the sort of call. E.g. an internal call or an external call, a
direct call or a diverted call…

Direct Internal Internal call to a known extension

Direct External
Diverted Internal
Diverted Internal on
Busy
Diverted Internal on
No Answer
Diverted Internal on
Incoming call to a known number
Call to a known extension that is diverted
Call to a known extension that is diverted when Busy tone
Call to a known extension that is diverted when No Answer
Call to a known extension that is diverted on All Calls

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 All Calls
Diverted External Incoming Call to a known number that is diverted
Diverted External on Incoming Call to a known number that is diverted when Busy tone
Busy
Diverted External on Incoming Call to a known number that is diverted when No Answer
No Answer
Diverted External on Incoming Call to a known number that is diverted on All Calls
All Calls

Tested?

V No

As a trunk is being used, this is not of great importance, as caalltypes can be decided on the route
teh incoming call makes.

DTMF
Dual-Tone Multi-Frequency is a way of encoding digits over telephone lines. It is commonly
known as touch-tone or push-button dialing, as opposed to older style pulse or rotary dialing.
The tone frequencies defined under DTMF are globally standardized, making it possible to use
push-button input for a wide variety of applications such as interactive voice response (IVR).
With DTMF, each key you press on your phone generates two tones of specific frequencies. So
that a voice can’t imitate the tones, one tone is generated from a high frequency group of tones
and the other from a low frequency group.
To test, make a call to the IVR and use the VebDialDTMF plug-in to send DTMF-tones.

Tested?

V Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

DTMF Result Comment

Receiving DTMF OK

Sending DTMF OK

MWI
The Message Waiting Indicator is used to notify the called party of a voicemail message.

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Using Q.SIG Facility
When using MWI over Q.SIG facility, a specific Q.SIG message for MWI is used. This message is
the CIC (Connection Independent Call). This message is only supported when using Q.SIG.

Tested?

 Yes

V No

 Not Supported by  PBX  Voxtron  Board/Middleware

Using Facility Result Comment

Use cornet extension for MWI

setting

Use D-channel for MWI

setting

Message Center ID

Use Number to set the MWI

Basic Service

Fax
T38 is supported on the PBX. This is tested using the Xtest tool to send and receive faxes

Tested?

V Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

Faxing Result Comment

Incoming Fax OK

Outgoing Fax OK

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Intrusion
IVR makes an outgoing call and tries to intrude in an extisting conversation. The prefix of the
called number unambiguously indicates that the call is an intrusion call. This prefix
(ServiceCodePrefix) is PBX-dependent (e.g. on Siemens, the service code is 75944).
Use the dial-out sheet to make an outgoing call and add the service code to the called number.
Set the intrusion properties in the advanced view of the IVR/HAL configuration (“Intrusion Call”).

Tested?

 Yes

V No

 Not Supported by  PBX  Voxtron  Board/Middleware

Intrusion Result Comment

ServiceCodePrefix

Intrusion?

CLIP Spoofing
CLIP Spoofing allows the IVR to set the calling number for an outging call. Make an outgoing call
and set the CLIP with the SetLocalNumber function of the VebExtendedTransfer plug-in. This
is not supported for analogue integrations.

Tested?

V Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

CLIP Spoofing Result Comment

Set Local Number

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Transfer Methods
Simulated ECT is used on the XCapi, therefore, only Qsig Path Replacement is tested as transfer
method.

Qsig Path Replacement

Blind Transfer
Tested?

V Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

Blind Transfer Result Comment

Answer OK

Supervised Transfer
Tested?

V Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

Supervised Transfer Result Comment

Answer OK

No Answer OK

Busy OK

Invalid extension OK

Explicit Call Transfer explicit

Ect is simulated, this has the same results as Path Replacement

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CC integration Integration

TAPI
TAPI-integration is used to monitor the status of the agent’s phone and to determine if the agent
is free or busy. Next to this, TAPI is also used in the TAPI toolbar to execute some active TAPI-
commands (e.g answer, hang-up, dial, …)

TAPI-Monitoring
Tested?

V Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

TAPI toolbar Result Comment

Off-hook OK

On-hook OK

Dialing OK

Ringing OK

Connected OK

TAPI-Commands
Tested?

 Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

TAPI toolbar Result Comment

Answer NO Does not work with an OptiPoint400 Economy. It does

work with an OptiPoint400 Advanced, OpenStage40

Hang up OK

Dial OK

Hold and Retrieve OK

Set up consultation call and OK

Retrieve

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Set up consultation call to NOK Extension cannot be set busy for internal caller
Busy telephone and Retrieve

Set up consultation call and OK

Forward (blind transfer)

Set up consultation call, OK

Connect and Forward

Set up consultation call and OK

Swap

Set up consultation call, Swap OK

and Retrieve

Set up consultation call, Swap OK

and Forward

Set up consultation call and OK

Forward 3-party Conference

Set up consultation call, Swap OK

and Forward 3-party
Conference

Agent Transfer
The IVR asks the contact center for a suitable agent. If there is an agent free, the IVR should
transfer the call ASAP to the agent.

Line Interconnect
Line interconnect is a suitable transfer type, as ECT is simulated

Supervised Transfer
Tested?

V Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

agent Transfer Result Comment

Incoming Contact Center Call OK

Conversation OK

Wrap-up OK

Free OK

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Inter-Agent Transfer
The call is initially transferred to a first agent who then transfers the call to a second agent. The
call type remains an incoming contact center call and the second agent gets all the call
information from the first agent. The agent to agent transfer is tested with the agent’s phones
and with the active TAPI-toolbar.
Agent to agent The initial call to the first agent is accepted and transferred via the
transfer via phone agent’s phone to the second agent. The second agent accpets the
call via the phone
Agent to agent The initial call to the first agent is accepted and transferred via the
transfer via TAPI TAPI-toolbar to the second agent. The second agent accepts the call
via the TAPI-toolbar

Line Interconnect

Blind agent to agent transfer via phone

Tested?

V Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

Inter-Agent Transfer Result Comment

Incoming Contact Center Call OK

on first agent

The primary call is placed on OK

hold

Set up consultation call to OK

second agent and first agent
goes on-hook

Incoming Contact Center Call OK

on second agent

First agent is free OK

Supervised agent to agent transfer via phone

Tested?

 Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

Inter-Agent Transfer Result Comment

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Incoming Contact Center Call OK
on first agent

The primary call is placed on OK

hold

Set up consultation call to OK

second agent and wait for
connection

First agent goes on-hook OK

Incoming Contact Center Call OK

on second agent

First agent is free OK

Blind agent to agent transfer via TAPI

Tested?

 Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

Inter-Agent Transfer Result Comment

Incoming Contact Center Call OK

on first agent

The primary call is placed on OK

hold

Set up consultation call to OK

second agent and first agent
goes on-hook

Incoming Contact Center Call OK

on second agent

First agent is free OK

Supervised agent to agent transfer via TAPI

Tested?

 Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

Inter-Agent Transfer Result Comment

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Incoming Contact Center Call OK
on first agent

The primary call is placed on OK

hold

Set up consultation call to OK

second agent and wait for
connection

First agent goes on-hook OK

Incoming Contact Center Call OK

on second agent

First agent is free OK

Agent Group Pick-up

The call is initially transferred to a first agent but is picked up by a second agent. The call type
remains an incoming contact center call and the second agent gets all the call information from
the first agent

Line Interconnect
Tested?

V Yes

 No

 Not Supported by  PBX  Voxtron  Board/Middleware

Agent Group Pick-up Result Comment

Incoming Contact Center Call OK

on first agent

Group Pick-up second agent OK

Incoming Contact Center Call OK

on second agent

First agent is free OK

Log files of the different CTi tests

OsBiZTests.zip

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Voxtron Sip phone
Sip phones requires IP license, like for fixed extensions.

Action Result Comment

Call OK

Hangup OK

Supervised Transfer OK

Blind Transfer OK

DTMF OK

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